LDQ training material customer service to share 1

Achievin g Business Excellen ce Learning facilitator: Le Duy Quang key elements form the foundation for Achieving Business Excellence High quality product Solid Change is financials inevitable you must produce a high-quality product or service All sustainable business success is built on delivering real value to the customer—period you need to have a solid handle on your financials If you aren’t managing cash flow, you won’t be managing much for long! change is inevitable Markets shift, consumer preferences change, new competitors appear, technology advances—and so must you common elements for great companies vivid vision vivid vision: A clear and well-thought-out vision of what you are trying to create that is exceptionally well communicated to everyone involved Imagine photo by jeffpearce http://www.flickr.com/photos/jeffpearce/473580035/ vivid vision John Lennon’s Imagine is a vision “Imagine all the people living life in p It is clear and well-thought-out vision of what he was trying to create and is exceptionally well communicated to everyone involved – to millions of people around the globe 2 best people best people: Superior talents who are also masters of collaboration The winning sports teams, like Brasil’s soccer team, are full of stars But the stars are not enough unless they play as a team! best people a performance-orien culture a performance-oriented culture: One that demands flawless operational execution, encourages constant improvement and innovation, and completely refuses to tolerate mediocrity or lack of accountability 3 a performance-orien culture Toyota and Lexus are perfect examples of a culture which demands flawless operational execution, encourages constant improvement and innovation, and completely refuses to tolerate mediocrity 4 robust communicati robust communication: Open, honest, frank and courageous, both internally and externally Happy family photo by simmbarb http://www.sxc.hu/photo/983338 robust communicati A healthy family needs open, honest, frank and courageous, communic “in sickness or health, for better or worse” Same applies to successful businesses, for both their internal and exter communication, for better and worse messages 5 a sense of urgency a sense of urgency: The strong desire to get the important things done while never wasting time on the trivial 5 a sense of urgency When you need a first aid kit, you have a strong desire to get the important things done while never wasting time on the trivial The kit contains just what you need, and nothing unnecessary 6 extreme customer focus extreme customer focus: Owning the voice of the customer and delivering what customers consider truly valuable 6 extreme customer focus A local man selling ice cream and drinks to tourists on a beach is an expert on customer focus He knows what you need, he create an instant need among children, an he is able charge premium price chieving Business Excellenc ... voice of the customer and delivering what customers consider truly valuable 6 extreme customer focus A local man selling ice cream and drinks to tourists on a beach is an expert on customer focus... strong desire to get the important things done while never wasting time on the trivial The kit contains just what you need, and nothing unnecessary 6 extreme customer focus extreme customer focus:... you must produce a high-quality product or service All sustainable business success is built on delivering real value to the customer? ??period you need to have a solid handle on your financials